Major Features and Enhancements
For additional information, see the technical documentation references cited for each feature
System Architecture
Version 16.1 marks a major step forward for inContact WFO with the introduction of the Hybrid deployment model. This model allows customers to enjoy the benefits of cloud-based services while maintaining the ability to integrate with third-party PBX/ACD solutions. In this release, Hybrid deployment is available only for new customers. A migration path for existing customers will be introduced in the future.
Online Help
Online help is now available for inContact Workforce Optimization. Two separate help sites are offered:
- help.incontact.com/WFO/cloud/help.htm for Hosted customers and
- help.incontact.com/WFO/prem/help.htm for Premises and Hybrid customers.
Help can be reached from within the inContact WFO Web Portal by clicking the help icon in the upper right corner. Users are automatically taken to the correct help site for their deployment model.
Call & Screen Recording
SIPREC Recording Integration — Applies only to Premises and Hybrid customers. inContact WFO now offers an ACD vendor-agnostic integration using SIPREC in conjunction with a Session Border Controller (SBC). The integration has been developed and tested with the Oracle/Acme Packet SBC only at this time. A custom script may be needed to gather additional metadata from the ACD in a customer’s environment where SIPREC is used. Reference: Recording Integrations Overview.
Avaya AACC with CM Recording Integration — Applies only to Premises and Hybrid customers. Previously, inContact WFO offered Avaya integrations to customers using Avaya Communication Manager (CM) along with Avaya Application Enablement Services (AES) for metadata. With 16.1, we now offer an additional integration that allows customers using Avaya CM and AES to capture additional metadata from Avaya AACC. Reference: Recording Integrations Overview.
Avaya IP Office Integration Update — Applies only to Premises and Hybrid customers. inContact WFO integrates with Avaya IP Office v9.1 for call control and metadata. This integration has been successfully tested by Avaya in their lab via the DevConnect partner program. The integration supports both passive VoIP and TDM (station tapping) for audio acquisition. Reference: Recording Integrations Overview.
Cisco Recording Integration Updates — Applies only to Premises and Hybrid customers. Integrations with several Cisco products have been tested on and are now supported with updated versions:
- Cisco Unified Communications Manager (CUCM) v10.5.2,
- Cisco Unified Contact Center Enterprise (UCCE) v10.5,
- Cisco Unified Contact Center Express (UCCX) v10.6,
- Cisco MediaSense v10.0
- Cisco Unified Border Element (CUBE) v15.2
Existing requirements and limitations for these integrations remain unchanged. Reference: Recording Integrations Overview.
inContact Quality Management
Agent Self-Evaluation — this new feature provides improved administration and visually-distinguishable forms and reporting for organizations that want to enable agents to evaluate their own performance. This is a customer-requested feature that can lead to higher-quality customer service, reduced agent confusion and frustration, and improved employee morale. Reference: Agent Self-Evaluation Overview.
Additional Data Exposure — In previous versions of inContact Quality Management, only certain user-defined fields were available for consideration in evaluations and reporting. In this version, all 15 of these fields can be seen while performing new, and viewing completed, evaluations. The fields can also be viewed on QM-related reports. Reference: Page Details: Perform QA and the inContact Workforce Optimization Reporting Manual.
inContact Workforce Management v2
inContact WFM v2 is an all-new, separately-licensed module of inContact WFO. It is a hosted workforce management solution that can be used as a standalone system or deployed alongside any type of inContact WFO deployment (Premises, Hybrid, or Hosted).